Terrie Potts, Pmp, Cpbpm Email & Phone Number

Silver Spring, Md

Project manager for network infrastructure deployments in the Potomac Region. Working on the network build project which consist of 5G, FTTP and various IOF growth services. Currently working on the leading edge of technology deployment supporting the evolution of the Intelligent Edge Network (iEN). Primary Responsibilities:•Driving complex projects and programs to achieve targeted and measured business goals and key objectives.•Coordinate and schedule resources across multiple organizations to align project requirements with business goals and objectives.•Identify, monitor, report and escalate project-related issues to achieve timely resolution.•Develop and implement corrective action plans to mitigate impact to project schedules and overall business objectives.•Utilize project tracking tools and systems to accurately document milestones completions, project issues, corrective action plans, project jeopardies, and overall project completions.•Maintaining excellent communication with functional team members and direct management to ensure early identification of issues and a timely reporting of status.

Silver Spring, Md

• Responsible for Network Transformation program governance and the implementation of an all fiber network using agile methodologies• Program manage the Mid-Atlantic South/North regions from a program integration perspective• Monitor, analyze and forecast circuit migrations from copper to fiber by specific regions• Ensure program compliance with all FCC, legal and regulatory regulations and timelines• Responsible for leading program management office team in the application of lean six sigma methodologies to streamline operations• Responsible for the development and implementation of the use of project management standards to guide the program and projects to completion successfully• Lead the team to create additional software tools to enable a first class customer experienceo Primary job function includes but is not limited to:o Managing Milestone Completiono Early Identification of Potential Risk and Issueso Facilitate Mitigation/Correction of all Risks and Issueso Tracking Overall Health of the Programo Creation of Wire Center Level Reporting and Status Decko Project Manage any Ad-hoc Projects o Support the Centralized PMO Functionso Risk and Issue Trackingo Change Control Managemento RACI Creationo AD Hoc Reportingo Program Milestone Creation and Trackingo System Development Work in Support of NT Processeso Program Level Internal Communicationo On-board and manage vendors creating a world-class customer experience

Baltimore, Maryland Area

Independently manage large scale national deployments for processes, policies and project launches and bring them to market using agile methodologiesDevelop, author and implement specialized training materials for new launches of products, processes and policiesCommunicate and drive implementation and adoption of national launches Pre and post project analysis of national launches to determine success and adoption rates • Reduced manual credit processing by 35%, savings of $1.2M monthly • Increased customer self-serve usage by 25% • Reduced Call In Rate with a savings of $520k

Baltimore, Maryland Area

Manage, coach and develop a team of 15+ representatives to drive excellence; team build, coach and develop future leaders of the businessProvide effective two-way feedback to motivate a high performing and productive environmentRecognize and recommend operational improvements to enhance results and performanceEffectively execute on the vision, mission, and objectives of the call center to achieve productivity and quality objectives • 2011 best overall Supervisor success ratio among representatives • 2011 appointed to manage, develop and pilot an all developing agent team of 30 to work toward improving their performance and increase results; all representatives finished the year as leading or performing representatives

Baltimore, Maryland Area

Support and manage National Account customers from a customer care perspectiveEnsure contractual obligations are metLiaison for billing, reporting, equipment and order processingResearch and resolve complex issues and disputes and meet or exceed service level commitmentSuggest alternative services and solutions based on contracts, including improved efficiency and self-service optionsCross-functional partnership with sales Facilitate onsite quarterly business reviews

Baltimore, Maryland Area

Customer liaison for billing, ordering, maintenance and equipmentResearch and resolve outstanding customer concernsAchieved a balance of customer satisfaction and company priorities

Master Certificate, Agile Project Management

Certified Professional in Agile Project Management

Masters Certificate, Applied Project Management

Masters Certificate, Business Process Management

Certified Professional in Business Process Management 2014 VIL015206

Bachelor Of Science, Business Administration And Management, General, A